Not long ago, ecommerce was threatening brick-and-mortar retailers at every turn. Until recently, when omnichannel strategy become widespread, many retailers were struggling to stay in… Read More »Why an Omnichannel Strategy needs a Click and Collect
Smart cameras is among the concepts that are introduced with the advent of the Internet-of-Things concept. On the consumer side, it found its way first… Read More »Smart Retailing for Customer Experience
“Millennials were born between 1979 to the early 1990s, and this generation is already well into their professional years. Following close behind are the Gen… Read More »Millennials vs Gen Z in Customer Experiemce Management
Customer Experience Management, in layman’s terms, is the way you want to present your business to a customer; the things you do to convey your… Read More »Customer Experience Management in Layman’s Terms: Delivering pizza miles away for a frequent customer
This weekend, you will be taking your time observing which elements in your shop need adjustments. You have your pen and paper with you, and… Read More »User Behavior for Customer Experience Management
Artificial Intelligence, Big Data, Wisdom of the Crowds – these are the buzzwords that Customer Experience Management professionals would love to know more about. From… Read More »Artificial Intelligence for Customer Experience Management
“In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator. That means that brands need… Read More »Customer Experience also needs to have its own foundation
““Customer service is essentially a frontline, ‘low level’ issue.” I wrote about this at length recently, but it’s an attitude that causes big, big problems.… Read More »Let’s not take Customer Service lightly.
“Immediately, we adopted the “buyers’ perspectives,” we translated our language from selling to buying, using terms like the buying process and the buying journey to… Read More »What is the “Customer Journey” in the mind of the customer?
“We’ve also found that simply providing opportunities for various teams to meet regularly on specific customer interactions helps uncover new ways to serve customers better… Read More »A single message for Customer Experience Management